Shana Fleming
Kenosha,WI
Summary
Operations and logistics professional with experience supporting inventory control, asset tracking, inbound and outbound logistics, and order processing in fast-paced environments. Skilled in data entry, cycle audits, documentation accuracy, and operational compliance. Experienced working with enterprise systems including SAP and Salesforce to process orders, maintain records, and support operational workflows. Demonstrated ability to follow standard operating procedures, safety policies, and service level agreements (SLAs) while maintaining high levels of accuracy and accountability.
Overview
12
12
years of professional experience
Work History
Customer Experience Representative
Grainger
Remote
05.2022 - Current
- Assist customers with product availability, purchasing, and returns to support business and operational needs.
- Provide multichannel customer support via phone and email while maintaining high service standards.
- Create and process customer orders by reviewing purchase orders (POs) and entering order details into enterprise systems.
- Utilize SAP, SOE, and Salesforce to manage customer accounts, orders, and service documentation.
- Maintain accurate documentation of transactions and customer interactions.
- Consistently meet performance expectations related to service quality, responsiveness, and operational accuracy.
Customer Service Administrator II
Retail Business Services
Lake Zurich, IL
09.2019 - 05.2022
- Performed data entry and documentation of service tickets and operational requests.
- Troubleshot PC and mobile device issues while documenting incidents and escalating to technical teams.
- Maintained operational records and ensured tasks were completed according to procedures.
- Collaborated with internal teams to resolve service issues and improve workflows.
- Delegated daily tasks and managed escalated service requests.
Mail Processing Associate
United States Postal Service
Lansing, MI
11.2018 - 12.2019
- Maintained compliance with operational and security procedures.
- Increased accuracy in mail distribution by carefully reviewing address information and identifying potential errors or inconsistencies.
- Managed financial transactions at the retail counter effectively, ensuring accurate cash handling procedures were followed at all times.
- Streamlined postal operations by maintaining an organized work environment and adhering to USPS policies and procedures.
Logistics Operations Associate
Paladin Consulting
Schaumburg, IL
04.2019 - 09.2019
- Coordinated cross-departmental communication to streamline operational processes and enhance collaboration.
- Streamlined daily operations by coordinating logistics and inventory management.
- Collaborated with IT teams to troubleshoot system issues, minimizing downtime and maintaining productivity levels.
- Improved workflow efficiency through process optimization and standard operating procedures.
Customer Service Associate
Harris Teeter
Brunswick, GA
11.2017 - 11.2018
- Managed customer transactions including returns, refunds, and financial reconciliation.
- Delegated operational tasks to support efficient store operations.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Processed transactions accurately using point-of-sale systems to ensure efficient checkout experiences.
Call Center Coordinator / Trainer
Aveda Institute
Clearwater, FL
02.2016 - 10.2017
- Maintained data entry and documentation in scheduling systems.
- Coordinated client communications to ensure timely responses and satisfaction.
- Managed scheduling and logistics for client meetings, improving operational efficiency.
- Promoted to coordinator and trainer for operational knowledge and leadership.
Supervisor
ATCO Industries
Lansing, MI
01.2014 - 01.2015
- Supervised a team of 10–15 employees while maintaining workplace safety standards.
- Maintained operational records, timekeeping documentation, and workflow instructions.
- Supported employee training and process documentation.
Education
Associate of Science - General Studies
Lansing Community College
Lansing, MI06-2013
Skills
- Inventory Management
- Cycle Audits
- Asset Tracking
- Shipping & Receiving
- Inbound & Outbound Logistics
- Order Processing
- Data Entry & Documentation
- Ticket & Incident Tracking
- Inventory Reconciliation
- SAP
- Salesforce
- Microsoft Office Suite
Data Center Operations Alignment
- Familiar with operational environments requiring strict asset tracking and accurate documentation.
- Experience supporting workflows that require timely data entry, system updates, and process compliance.
- Comfortable working within structured procedures, safety policies, and service-level expectations.
- Experienced using enterprise systems to maintain records, process transactions, and track operational activity.
Timeline
Customer Experience Representative
Grainger
05.2022 - Current
Customer Service Administrator II
Retail Business Services
09.2019 - 05.2022
Logistics Operations Associate
Paladin Consulting
04.2019 - 09.2019
Mail Processing Associate
United States Postal Service
11.2018 - 12.2019
Customer Service Associate
Harris Teeter
11.2017 - 11.2018
Call Center Coordinator / Trainer
Aveda Institute
02.2016 - 10.2017
Supervisor
ATCO Industries
01.2014 - 01.2015
Associate of Science - General Studies
Lansing Community College